Call Center Complete Example

This section demonstrates building a complete customer service center with IVR, ACD queuing, skill group routing, monitoring, and CSAT.

Scenario Description

Company: An e-commerce customer service center, 50 agents, 3 skill groups

Skill Groups:

Requirements:

1. 400 hotline access, play IVR navigation first
2. Press 1 for pre-sales, press 2 for after-sales
3. VIP customers routed to VIP group with priority
4. Support supervisor listen / whisper / barge
5. Automatic CSAT survey after call ends

Step 1: Database

mysql -u root -p <<EOF
CREATE DATABASE rustpbx CHARACTER SET utf8mb4 COLLATE utf8mb4_unicode_ci;
CREATE USER 'rustpbx'@'%' IDENTIFIED BY 'CcP@ss2026';
GRANT ALL ON rustpbx.* TO 'rustpbx'@'%';
FLUSH PRIVILEGES;
EOF

Step 2: config.toml

http_addr = "0.0.0.0:8080"
database_url = "mysql://rustpbx:CcP@ss2026@dbhost:3306/rustpbx"
external_ip = "203.0.113.10"

[proxy]
addr = "0.0.0.0"
udp_port = 5060
modules = ["acl", "auth", "registrar", "call", "presence"]
media_proxy = "auto"
addons = ["cc"]

[proxy.cc]
autonomous_enabled = true
heartbeat_interval_secs = 5
heartbeat_timeout_count = 3
blind_transfer_enabled = true
consult_timeout_secs = 30
conference_on_transfer = true
voicemail_extension = "*97"
ivr_extension = "ivr"

[[proxy.cc.phone.break_types]]
id = "lunch"
label_zh = "午休"
label_en = "Lunch"

[[proxy.cc.phone.break_types]]
id = "training"
label_zh = "培训"
label_en = "Training"

[[proxy.cc.phone.break_types]]
id = "meeting"
label_zh = "会议"
label_en = "Meeting"

[console]
session_secret = "cc-console-secret-2026"

Step 3: Carrier Trunk

config/trunks/carrier.toml:

[[trunk]]
name = "carrier-inbound"
direction = "inbound"
inbound_hosts = ["198.51.100.10"]
codec = ["pcmu", "pcma"]
max_calls = 100

Step 4: Create Extensions

Batch create 50 extensions (1001-1050) in the console under Extensions:

• Randomly generated passwords
• Registered to RustPBX

Step 5: Create Skill Groups

Call Center → Skill Groups → New:

Or create config/cc/skill_groups.toml:

[[skill_group]]
id = "sales"
name = "Pre-sales Team"
skills = ["sales", "chinese"]

[[skill_group]]
id = "support"
name = "After-sales Team"
skills = ["support", "technical"]

[[skill_group]]
id = "vip"
name = "VIP Team"
skills = ["vip", "sales", "support", "english"]

Step 6: Create Agents

Call Center → Agents → Batch Create:

Step 7: Configure Queues

config/queue/sales_queue.toml:

[[queue]]
name = "sales-queue"
strategy = "parallel"
max_wait_secs = 300
max_size = 50
moh = "default"

[queue.agent_match]
skill_group = "sales"

[queue.no_answer]
action = "voicemail"

config/queue/support_queue.toml:

[[queue]]
name = "support-queue"
strategy = "parallel"
max_wait_secs = 300
max_size = 50
moh = "default"

[queue.agent_match]
skill_group = "support"

[queue.no_answer]
action = "voicemail"

config/queue/vip_queue.toml:

[[queue]]
name = "vip-queue"
strategy = "parallel"
max_wait_secs = 60
max_size = 20
moh = "default"

[queue.agent_match]
skill_group = "vip"

[queue.no_answer]
action = "fallback_skill"
fallback_skill_group = "sales"

Step 8: Configure IVR

Use the IVR Editor or manually create IVR configuration:

config/ivr/main_ivr.toml (simplified):

[[ivr]]
name = "main-ivr"
greeting = "welcome"
timeout = 10
max_retries = 3

[[ivr.menu]]
key = "1"
action = "queue"
target = "sales-queue"

[[ivr.menu]]
key = "2"
action = "queue"
target = "support-queue"

[[ivr.menu]]
key = "0"
action = "queue"
target = "vip-queue"

Step 9: Routing Configuration

config/routes/inbound.toml:

[[route]]
name = "400-hotline"
action = "application"
application = "ivr:main-ivr"

[route.match]
to_user = "^4001234567$"

Step 10: ACD Policy

Via the console Call Center → ACD Configuration:

[acd]
enabled = true
default_policy = "default"

[acd.policies.default]
name = "default"

[acd.policies.default.strategy]
strategy_type = "longest_idle"
max_concurrent_calls = 1

[acd.policies.default.priority]
wait_time_weight = 1.5
fifo_within_same_priority = true

[acd.policies.default.priority.vip_bonus]
vip = 100

[acd.policies.default.overflow]
triggers = [
  { type = "timeout", value = 120, action = "overflow" },
  { type = "queue_length", value = 50, action = "overflow" },
]
chain = ["voicemail"]

Step 11: Launch

docker run -d --name cc-pbx \
  -v $(pwd)/config.toml:/app/config.toml \
  -v $(pwd)/config:/app/config \
  -p 8080:8080 -p 5060:5060/udp \
  docker.cnb.cool/miuda.ai/rustpbx:latest

Step 12: Verification

12.1 Agents Go Online

Agents visit /cc/phone, log in with their extension number, and set status to Idle.

12.2 Test Inbound Call

Dial the 400 hotline:

1. Hear IVR welcome greeting
2. Press 1 → enter sales-queue
3. ACD assigns idle agent → agent rings → answer

12.3 Test Monitoring

Admin finds an active call in Call Center → Real-time Monitoring and clicks Listen.

12.4 Test CSAT

Call ends → agent hangs up → caller hears satisfaction prompt → presses key to rate → CDR records the rating

12.5 Test VIP Routing

VIP customer dials 400 → presses 0 → enters vip-queue → priority bonus (+100) → queued ahead of regular callers

Step 13: Daily Operations